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Complaint letter when a refund is refused
If a company won't give you a refund you're owed, a formal letter quoting your rights often gets things moving.
When you're usually owed a refund
- Bought online or by phone: for most goods you can cancel within 14 days of delivery, then you have another 14 days to send them back (Consumer Contracts Regulations 2013).
- Faulty goods: you can reject them within 30 days for a full refund (Consumer Rights Act 2015).
- Bought in a shop and not faulty: there's no legal right to a refund, but the shop's own returns policy may give you one.
One-off price, no subscription: £2.99 for most letters, £4.99 for a flight claim letter, or £9.99 with the escalation letter. The data broker removal pack and the letter before claim pack are £4.99 each. Prices include VAT. Print and post is coming soon.
Common questions
What if I paid by card?
If the company still refuses, you may be able to ask your card provider for a chargeback, or claim under section 75 for credit card purchases between £100 and £30,000.
Other letters
- Flight delay compensation letter (UK261)
- Faulty goods complaint letter (Consumer Rights Act 2015)
- Cancel gym membership or subscription letter
- Remove your personal data from UK people-search sites
- Letter before claim template (small claims, England and Wales)
- How to challenge your council tax band (free guide)
- Late or missing delivery complaint letter